Acumatica - Bellevue, WA
posted 3 months ago
As the Director of Customer Success Program & Operations at Acumatica, you will play a pivotal role in overseeing all operations within the Customer Success organization. Your primary focus will be on driving operational excellence to help the organization achieve its objectives. This position requires extensive collaboration with leaders across various departments, including Sales, Technical Sales, Pre-Sales, Marketing, Product, Technical Support, Professional Services, and IT. You will be expected to communicate effectively, both verbally and in writing, to convey opportunities, ideas, concepts, and issues clearly. Additionally, you will be responsible for inventing and developing solutions to unlock opportunities and resolve issues through the enhancement of existing programs, policies, systems, and processes, or by creating new ones. In this role, you will act as a collaborative player/coach, actively engaging in hands-on work while also structuring and project-managing workstreams. You will provide guidance to team members and manage or influence the contributions and accountability of workstream participants to ensure that projects and deliverables remain on track. You will tackle highly complex problems and assist senior leaders in organizing, prioritizing, and implementing their strategic agenda. Your responsibilities will include elevating the Customer Success Program Office to enhance world-class NPS/CSAT scores, ensuring consistency in strategic goals and metrics, leading change initiatives, and driving execution of cross-functional projects and programs. You will also develop programs and curricula to train Acumatica Customer Success Managers and create best practices for customer success initiatives.